Email issues using external SMTP

I have my system setup to use our external SMTP server (Exchange 2010) and emails are sent/received. However, there is a serious time delay issue when an email is sent from the KBox after a ticket has been changed (Owner change, Comment, Resolution, etc) and I'm talking 3-5 minutes. When a ticket is opened any emails are immediate. Does this have anything to do with MySql?

Answers

Yes, this timeout is normal. The KBOX queues mail and only sends every 5 minutes or so. If you consider this a serious delay, submit a ticket to support. They may be able to modify the setting in your KBOX. This is NOT configurable in the user interface.

This is by design. It allows multiple updates to be grouped together in a single email to the end users. There are likely other supporting reasons for this behavior as well. If you think we should change this please let us know- Please submit feature requests at http://kace.uservoice.com